1. © 2010 Nexidia Inc. CONFIDENTIAL. DO NOT DISTRIBUTE Nexidia ESI—Quality Strategic performance management through advanced speech analytics

2. Overview of Speech Analytics “this is the second time I’ve called” “How do I…?” “You People… “I got my statement and…” “I am switching…” “High Speed Internet What is Speech Analytics? An automated method of analysing and categorising recordings to deliver key business insight Why is that important? Once searchable, you can mine all recordings for valuable intelligence. © 2010 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE What does this deliver? Quantifiable Insight to answer: Who, What, When, Where, Why ? Targeted Insight to support Root Cause Analysis And Change

3. © 2010 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE Nexidia ESI Solution Suite Early Discovery Nexidia ESP Automatic topic discovery Trend analysis Topic relationship mapping Performance Management ESI—Quality Track agent progress against corporate quality initiatives Use call categorisation to easily identify calls Results displayed by company, team or agent Customisable assessments can be performed on all calls In-Depth Analysis Nexidia ESI Group calls into key subject areas for analysis Intuitive dashboards & reporting Drill down capabilities Powerful FCR analysis Determine call drivers and perform root-cause analysis

4. Current Quality Management Methods Page 4 Traditional Random Agent Monitoring Universe of Calls Five calls per agent per month <1% of calls available for coaching Legacy Recorder Method Universe of Calls Calls filtered by metadata (DNIS, Agent Group, etc.) Calls filtered again with word and phrase spotting “cancel account” “close account” Calls transcribed, required for root cause analysis Less than 100% of calls available for coaching Context drilldown and analysis performed against transcript, subject to word errors

5. The ESI—Quality Difference Page 5 ESI—Quality Approach 100% of recorded calls ingested at 200xRT per CPU core Queries are used to structure and categorize the calls based on corporate objectives Query = AND (Cancel, Account) Dashboards report on agent performance at team and individual levels and provide drill- down to actual calls. 100% of Calls Available for Coaching Universe of Calls Nexidia’s scalability means 100% recorded calls are used for quality analysis

6. The Role of Speech Analytics in Quality Analyse Audio to Define Objectives ABC D EF Drilldown and Listen to Agent Calls Continuously MeasureCoaching, Training, Real Time Monitoring Complete Evaluation and Develop Action Plan Measure Teams & Agents Against Targets

7. Nexidia ESI—Quality Component of Nexidia’s flagship Enterprise Speech Intelligence (ESI) software suite Allows quality management to take on strategic role within the organisation Measures Quality Initiatives at the site, team, and agent levels based on 100% of available calls Helps drive agent coaching and performance improvements in line with corporate objectives Page 7 What is ESI—Quality? Definition of Quality Initiatives “AHT for billing calls should be under 5 minutes” Easy-to-use interface helps define measurable performance objectives, applicable set of calls, and expected goals Categorisation of calls and tracking of objectives ESI—Quality automatically categorises all calls and measures each agent against the applicable Quality Initiatives Presentation of results in Quality Portal Managers and team leaders log onto Quality Portal to track performance of each agent, team, or site against expected goals Relevant calls and evaluation forms are just one click away How does ESI—Quality work?

8. Nexidia ESI—Quality at a Glance Analysis of 100% of recorded calls with reports in near real-time View performance across an entire organisation Track success of teams and individuals and identify areas for improvement Direct relationship between performance management and corporate objectives Quality Initiatives are tied to the same strategic objectives that are being analysed with ESI Improved agent coaching Easily identify and review all calls related to a specific issue Evaluation and Coaching Integrate with existing systems for developmental coaching Page 8

9. Quality Portal: Team Lead View Page 9 Performance on Quality Initiatives by Agent Team Lead Drill down to calls

10. From Quality Portal to Forensic Search Page 10 Evaluation Launcher Targeted Playback Negative Experience calls for agent Lance Minger It’s not just frustration – it’s outrage!

11. Evaluation Form Configurable Evaluation Form Refers back to specific call(s) being reviewed Integrates with existing coaching system Page 11

12. © 2010 Nexidia Inc. CONFIDENTIAL. DO NOT DISTRIBUTE Demonstration

13. Quality Initiative Builder 1.Target Call Sets determine applicable media –Powerful set definition combining query and metadata results –E.g., modem transfer calls 2.Metric captures specific objective –E.g., average non-talk time 3.Acceptability Parameters determine performance icons in Quality Portal –E.g., less than 3 minutes Page 13 Quality Initiatives are easily defined:

14. Speech Analytics Bridges Past and Future Quality Monitoring Today Page 14 The New Quality Management Capabilities Needed From Speech Analytics Low sample sizeLarge sample size Scalability Tied to static quality forms Tied to corporate objectives Proven methodology & integration with existing products/services Random selection Targeted selection Flexible query building & dynamic analysis

15. © 2010 Nexidia Inc. CONFIDENTIAL. DO NOT DISTRIBUTE Questions?